Senior Customer Service Operations Administrator - Derby, United Kingdom - Ted Baker

Ted Baker
Ted Baker
Verified Company
Derby, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

TED'S MISSION STATEMENT

  • Our Mission is to build a successful company through the creation of a leading designer brand. By conducting ourselves in an efficient and courteous manner and by maintaining Ted's high standards and integrity, we pride ourselves in always being in a position to
satisfy the needs of our customer.

In order to protect the ethos and persona for which we have gained an enviable reputation, we always ask ourselves the question:
'Would Ted
do it that way?'

  • WHERE DOES THIS ROLE FIT WITHIN TED'S TEAM?
  • The role of the Senior Customer Service Operations Administrator is to be responsible for assisting the Customer Service Operations and Development Manager with all functions and operational tasks within Ted's Customer Service team.
  • Supervise Returns and refund processing, payment and financial management of ecommerce orders. Low level management of CS systems, processes and tasks. Offering daily support for the efficient running of the Customer Service department.
  • Reports to: Customer Service Operations and Development Manager.
  • MAIN RESPONSIBILITIES
- _CUSTOMER SERVICE OPERATION SUPPORT_ - provide CS system order support during times of need - as well as upholding current administrative requests (e.g. Payments/Refunds/Order or system errors).
- _REFUNDS -_ Be Responsible for all territory refunds into customer service and the financial action of these payments.

To also look after the discrepancy, returns spreadsheets:
UK/EU/US/CA/AUS and ensure are all competed within the specified SLA.
- _GIFT CARDS -_ proficiently check, amend or load gift cards manually to assist the CS Team, oversee discrepancies on GC/EGift Cards in addition to loading /goodwill that needs to be offered in CS or in Standalone Store occurrences.
- _REPORTING -_ Provide daily reports regarding return volumes and estimated SLA's for return processing in the WH. Including financial returns, item discrepancies and trends and the outcome of return decisions.
- _EXCHANGES AND REPLACEMENTS_
  • Systematically arrange exchange orders or replacement goods upon request of a customer and ensure quality control is maintained throughout.
- _CHARGEBACKS -_ Manage and complete all details for Chargebacks and disputes into Customer Service in the relevant PSP, Adyen and Amex. Highlight any concerns with Operations and Development Manager.

  • Complete monthly chargebacks reports for feedback to wider business.
- _PAYPAL CHARGEBACKS AND DISPUTES_
  • Maintain Ted's PayPal Resolutions Centre completing customer disputes for ecommerce orders. Provide relevant data to prevent chargebacks through this channel.

- _FRAUD REVIEWS_
  • Have a fundamental understanding of Ted Bakers Fraud review process and be able to assist in reviewing UK online orders during peak periods under the supervision of CS Fraud Analyst.

- _MANUAL REFUNDS_
  • Maintain Customer Services/Customer manual payment transactions. This requires payment capture and finance department interaction.
- _SYSTEM ERROR TICKETS_
  • Work with Ecommerce IT support to resolve all order error scenarios, relating to Failed Payment Captures, Gift Card Refunds, Order Errors and Failed Refunds. Ensure all customer facing systematic issues are resolved.

- _TRUSTPILOT_
  • Ensure all TP invites are sent on a weekly basis to existing ecommerce order customers to allow for verified customer reviews of Ted's online / In store experience.

- _ONBOARDING_
  • Be responsible for the Operational and Systematic training of temporary staffing and new starters within the CS team. Ensuring all training data is uptodate and relevant.

- _INVOICING_
  • Assist O&D Manager with the invoicing of third party CS providers; Zendesk and Recruitment Purchase Orders.
  • PERSONAL TRAITS
  • Confident at problemsolving, good time management and organizational skills.
  • A good eye for detail.
  • Able to prioritise workload based on business needs and commercial awareness
  • TED'S VALUES
  • AUTHENTIC We have the freedom to be our 'best self', being true to ourselves and others
  • KIND We try to do the right thing: for each other, our communities, our planet and for Ted
  • CURIOUS We are hungry to explore, innovate and think differently
  • COURAGEOUS We have the confidence to be brave, have fun and discover the unexpected
  • INCLUSIVE We embrace and respect individuality and celebrate difference & diversity
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